Member Services Outbound Specialist

Summary

Join Homeward's Member Services team as an Outbound Call Member Specialist and contribute to improving healthcare access in rural America. You will conduct outbound calls to prospective and current members, schedule appointments, assist with registration, verify insurance, maintain accurate records, and handle clinical inquiries. This role requires experience in a healthcare call center or appointment scheduling, exceptional attention to detail, and excellent communication skills. Homeward offers a competitive salary, equity grant, unlimited PTO, and a comprehensive benefits package.

Requirements

• Minimum of 1+ years experience in a healthcare call center or appointment scheduling environment
• Exceptional attention to detail, with the ability to listen and respond appropriately to member needs and concerns
• Excellent communication skills, with the ability to interact effectively with various stakeholders and convey information clearly
• Empathetic, member-first attitude and approach, demonstrating patience and understanding in every interaction
• Ability to use professional judgment to escalate potentially emergent clinical phone calls to the Clinical team
• Highly detail-oriented: you routinely catch the little things that others miss or overlook
• Empathetic, member-first attitude and approach as you help our members and potential members navigate healthcare

Responsibilities

• Conduct outbound calls to prospective and current members to build awareness of Homeward’s Care Navigation services
• Schedule appointments for members using our platform, ensuring accuracy and efficiency
• Assist members in registering demographic and insurance information in our electronic health record platform
• Verify insurance coverage with members' insurance companies for all healthcare visits
• Ensure complete and accurate filing of member documents, maintaining detailed records of all transactions
• Field and appropriately transfer clinical inquiries to the Clinical team, demonstrating professional judgment and attention to detail
• Identify and execute additional projects and processes to enhance efficiency and scalability within the Member Services department
• Uphold departmental SLAs and service standards, ensuring a high level of member satisfaction
• Clearly document all member-related communication and activities for reference and follow-up

Preferred Qualifications

• Proficiency with healthcare-related platforms such as Athena EHR
• Familiarity with ZenDesk or similar customer service platforms
• Experience working in a remote environment and with virtual care offerings
• Strong familiarity with referrals and prior authorizations
• Proficiency with the Athena EHR platform
• Outbound call center experience, specifically in a healthcare call center
• Proficiency with the Athena EHR platform
• Working knowledge of ZenDesk
• Experience working in a remote environment and with virtual care offerings
• Strong familiarity with referrals and prior authorizations
• In-depth knowledge of Medicaid, Affordable Care Act, or other government health plans

Benefits

• Competitive salary, equity grant, unlimited PTO
• Comprehensive benefits package including medical, dental & vision insurance with 100% of monthly premium covered for employees
• Company-sponsored 401k plan
• Flexible working arrangement
• Annual bonus
• Stock options